Cancellation & Refund Policy

This page explains how cancellations and refunds work for bookings made directly with Kaya Haven across our properties in Dar es Salaam, Tanzania. It supplements our Terms of Service.

Our Cancellation Policy

Flexible — free cancellation up to 24 hours before check-in.

Refunds

Where a cancellation is made within the eligible window, you will receive a partial refund of 75.00% of your total payment. To be eligible, cancellations must be made at least 1 day before your scheduled check-in date. Cancellations made after this window has passed are generally not eligible for a refund, though our team may consider exceptions on a case-by-case basis.

Refunds are returned to the original payment method used at booking (mobile money or card, depending on your payment provider), and may take several business days to reflect depending on your provider.

Reserved Bookings

For select properties, online payment is not collected at the time of booking. In these cases your reservation is held as “reserved” and our team will contact you directly to confirm details and arrange payment before your stay. The cancellation and refund terms above apply once payment has been made and your booking is confirmed.

How to Cancel

To cancel or amend a booking, contact our reservations team as early as possible via booking@kayahaven.co.tz or through our Contact page, quoting your booking reference.

Stay Requirements

Bookings require a minimum stay of 1 night and a maximum of 90 nights. Standard check-in is from 14:00:00 and check-out is by 11:00:00, though this may vary slightly by property.